Immoqee Sp. z o.o., based in Warsaw, has been in business since 2014. Our goal is to support the sales and customer service processes of our contractors, with whom we build lasting and long-term relationships. We provide comprehensive support services for HR, recruitment and training processes in this area. We are looking for candidates for a project implemented for our partner: SAMSUNG SDS - one of the most admired and innovative brands in the world. SAMSUNG SDS inspires and empowers a digital revolution with their cutting edge technologies and always strives for excellence.

KEY ACCOUNTABILITIES:

• Help efficiently resolve technical queries for internal customers.
• Gather the required information necessary in order to best handle customer technical issues
• Manage customer expectations regarding estimated response times for issue resolution.
• Resolving the issues through Jira, phone, chat and email communication channels.
• Meet SLAs response and resolution times by partnering with L2 and L3 Support organizations.
• Author knowledge base articles outlining common issues resolution.
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
• Partner with various organisations for strategic projects when needed
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

SKILLS NEEDED : 

• Hybris experience and knowledge will be a significant advantage
• Excellent ability to learn and articulate software-related and technical concepts
• Good debugging skills
• Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
• 2-4 years of relevant experience in L1 technical customer support (ticketing system, voice and email), with a strong customer interaction experience within e-commerce platform, Hybris/SAP preferred
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to efficiently interact with multiple organizations
• Passion to be a part of a hardworking and winning team
• Ability to multitask in a fast-paced environment
• Excellent Customer Service Orientation
• Expertise working with SAP Hybris
• Strong documentation skills
• Familiarity with store Front-end and Back-end technologies
• Working knowledge of SQL, Java related technologies
• Cross-functional team experience, excellent configuration and development skills

SUCCESS: 

• SAP Hybris hands-on experience
• Excellent ability to learn fast
• Attention to details
• Technical literacy
• Programming in one or more commonly used technologies.

TOOLS: 

• Jira & Confluence
• Third-party tool
• SAP
• Hybris
• AEM

WE OFFER: 

• Ability to work in a hybrid or remote system
• Work in a good atmosphere in a close-knit and ambitious team
• Ongoing support from supervisors and teammates